Customer Service Manager

Join Our Client's Team as a Customer Service Manager in Atlanta

Are you a seasoned leader with a passion for delivering exceptional customer experiences? We're seeking a dynamic Customer Service Manager to lead and elevate an Atlanta-based support team. This is a strategic, head-level role offering the opportunity to shape customer service standards, mentor talented teams, and collaborate across global departments.

What You'll Do:

• Lead & Develop: Manage, coach, and inspire the Atlanta Customer Service team, fostering their professional growth and ensuring high performance.
• International Collaboration: Build strong partnerships with customer support teams in the US, India, and Manila to promote consistent service quality and sharing of best practices.
• Operational Oversight: Oversee daily operations across channels-phone, chat, email-while setting and maintaining target KPIs such as AHT, CSAT, FRT,Occupancy, and Quality.
• Continuous Improvement: Implement initiatives to reduce missed contacts, enhance customer satisfaction, and streamline processes.
• Cross-Functional Partnering: Work closely with Sales, Design, Production, Technology, and global business units to elevate the customer experience and provide actionable feedback.
• Administrative Excellence: Manage payroll, compliance, and collaborate on recruiting, onboarding, and staffing of Customer Service, Support, and Design teams.
• Issue Resolution: Handle escalated customer issues with professionalism, ensuring swift resolutions and maintaining brand reputation.
• Reporting & Analysis: Regularly analyze team performance, attendance, attrition, and service metrics to produce insightful reports for leadership.

What We Require:

• Bachelor's Degree in Business, Communications, Marketing, or related field.
• 5-10 years of managerial experience in US-based Customer Service, Sales, or Support roles.
• Proven success leading and collaborating with international support teams.
• Strong knowledge of CRM systems, multi-channel support platforms, and payroll management.
• Ability to analyze complex data, optimize workflows, and implement strategic improvements.
• Excellent communication, organizational, and leadership skills.
• Experience in Ecommerce is preferred but not mandatory.

Why Join Us?

• Impact & Growth: Play a pivotal role in shaping our customer service excellence and advancing your leadership career.
• Collaborative Environment: Work with cross-functional teams that value innovation and continuous improvement.
• Career Development: Opportunities for training, skill enhancement, and upward mobility.
• Competitive Benefits: Enjoy a comprehensive package including health benefits, paid time off, and performance incentives.

If you're ready to lead a passionate customer service team in a thriving organization and make a tangible difference in our clients' experience, we want to hear from you!

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